Host Gator - pretty worthless for service
Chat ID: 44997240 Initial Question: Shared – Tech Support – Website Issues
1:22:12 PMSystem Adebayo A has joined the chat!
1:22:51 PMRick Loek Hello Adebayo – I have a challenging issue I am sure you can solve quickly
1:23:06 PMAdebayo A Welcome to LiveChat Rick! I’d be glad to assist you today!
1:23:44 PMRick Loek Something is adding spurious malicious files to my websites
1:24:30 PMRick Loek wp-includes/random_compat/axnixviw.php Thursday July 13th, 2017 at 5:17 am UTC cb1260292e177c921cc2508c0226b6c5 wp-includes/Text/Diff/Engine/gbxndbwl.php Thursday July 13th, 2017 at 5:17 am UTC 37a390d109f3f7ec5452b0dbe47e251a wp-content/plugins/elementor/aqjtmwex.php Thursday July 13th, 2017 at 5:17 am UTC fd130a961b3af0147d47f1f26e9a8002
1:24:46 PMRick Loek Under whyihatevariableannuities.com
1:25:11 PMRick Loek I suspect you have tools/logs that tell you how these were created
1:28:58 PMAdebayo A Unfortunately, we do not. We partner with a company called SiteLock that is a software tool for scanning and cleaning malware. Outside of this, you would have to consult with a web developer to look into that.
1:29:31 PMRick Loek do you have FTP logs?
1:30:05 PMRick Loek shell logs?
1:32:10 PMRick Loek I need some support from HostGator – what can HostGator do with this?
1:32:27 PMRick Loek I saw that SiteLock was to be included but I see no way to enable it
1:33:57 PMAdebayo A You would need a SiteLock agent to assist with this as they would be able to help with first cleaning the malware. The SiteLock software will not work on cleaning existing malware.
1:34:51 PMRick Loek Okay – so, Host Gator has zero support for this… that is what you are telling me.
1:35:34 PMRick Loek can you provide a new account as a courtesy that I can migrate my websites to?
Chat ID: 44997240 Initial Question: Shared – Tech Support – Website Issues
1:22:12 PMSystem Adebayo A has joined the chat!
1:22:51 PMRick Loek Hello Adebayo – I have a challenging issue I am sure you can solve quickly
1:23:06 PMAdebayo A Welcome to LiveChat Rick! I’d be glad to assist you today!
1:23:44 PMRick Loek Something is adding spurious malicious files to my websites
1:24:30 PMRick Loek wp-includes/random_compat/axnixviw.php Thursday July 13th, 2017 at 5:17 am UTC cb1260292e177c921cc2508c0226b6c5 wp-includes/Text/Diff/Engine/gbxndbwl.php Thursday July 13th, 2017 at 5:17 am UTC 37a390d109f3f7ec5452b0dbe47e251a wp-content/plugins/elementor/aqjtmwex.php Thursday July 13th, 2017 at 5:17 am UTC fd130a961b3af0147d47f1f26e9a8002
1:24:46 PMRick Loek Under whyihatevariableannuities.com
1:25:11 PMRick Loek I suspect you have tools/logs that tell you how these were created
1:28:58 PMAdebayo A Unfortunately, we do not. We partner with a company called SiteLock that is a software tool for scanning and cleaning malware. Outside of this, you would have to consult with a web developer to look into that.
1:29:31 PMRick Loek do you have FTP logs?
1:30:05 PMRick Loek shell logs?
1:32:10 PMRick Loek I need some support from HostGator – what can HostGator do with this?
1:32:27 PMRick Loek I saw that SiteLock was to be included but I see no way to enable it
1:33:57 PMAdebayo A You would need a SiteLock agent to assist with this as they would be able to help with first cleaning the malware. The SiteLock software will not work on cleaning existing malware.
1:34:51 PMRick Loek Okay – so, Host Gator has zero support for this… that is what you are telling me.
1:35:34 PMRick Loek can you provide a new account as a courtesy that I can migrate my websites to?
1:36:40 PMAdebayo A You would just purchase the new account if you need a new account. But this wouldn’t likely not resolve your potential malware issue it that is your goal.
1:37:38 PMRick Loek well, then you are saying I should find a new hosting provider. Not sure your management would like this message being shared all over the internet.
1:38:19 PMRick Loek by installing each website newly and installing each plug-in fresh it would certainly remove all malware that might be present.
His response – hang up the chat…
I had already saved the transcript, which his company won’t like.